IT Support Analyst: On-Call Desktop & VPN Helpdesk

Sime; Cairns Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free on-site parking

Employee benefits

Job summary

Hastings Deering in Cairns is seeking an IT Support Analyst (Level 1) for a permanent, full-time role on a Monday–Friday roster with 8-hour shifts. The position includes an after-hours on-call roster to support critical systems.

You will deliver daily IT desktop support, incident management and application support, working closely with IT teams to ensure high customer satisfaction and smooth operations.

Qualifications

• Experience in a customer-focused IT Support, Service Desk or Level 1 Helpdesk role.
• Experience supporting end-user hardware (desktops, laptops, mobile devices, printers).
• Solid knowledge of Windows, Microsoft 365 and VPN technologies; familiarity with Intune preferable.
• Strong troubleshooting and problem-solving skills with a focus on customer outcomes.

Responsibilities

• Monitor and prioritise the Service Desk ticketing system and respond to incidents.
• Provide phone, remote and onsite technical support for hardware, software and connectivity issues.
• Diagnose and resolve Level 1 issues and escalate more complex matters.
• Support end-user hardware including desktops, laptops, mobile devices and printers.
• Configure, deploy and maintain hardware and software to support operations.
• Document incidents and resolutions in line with ITIL practices.
• Participate in an after-hours on-call roster.
• Collaborate with IT teams to drive service improvements.

Skills

Customer-focused IT Support

Troubleshooting

Communication

Multitasking

Teamwork

After-hours readiness

Education

Bachelor's degree in Information Technology

IT-related qualifications

Tools

Microsoft Windows

Microsoft 365

O365 Admin Console

Intune

VPN technologies

Network connectivity fundamentals

Job description

Hastings Deering in Cairns is seeking an IT Support Analyst (Level 1) for a permanent, full-time role on a Monday–Friday roster with 8-hour shifts. The position includes an after-hours on-call roster to support critical systems.

You will deliver daily IT desktop support, incident management and application support, working closely with IT teams to ensure high customer satisfaction and smooth operations.